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Listening to our customers

Friday, March 11, 2016

By: Kristi Webb, President and CEO, Element Fleet Management

In business, we make assumptions every day. We sit around conference tables and tell each other over speaker phone what we think our customers want and where the industry is headed. But how often do we really know? Are we listening?

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In business, we make assumptions every day. We sit around conference tables and tell each other over speaker phone what we think our customers want and where the industry is headed. But how often do we really know? Are we listening?

We've been putting a lot of thought into this. Element's goal is to be the leader in fleet technology. Our experience and industry knowledge provide strong insight for the direction our technology investment should take.

But we knew we didn't want to move ahead on our experience and knowledge alone. We made a strategic decision from the start to take the best in fleet management and strengthen it through constant collaboration with our customers.

So we listened.

We organized a customer advisory board, shared our plans and used their feedback to guide us. And then the Element team hit the road for a 16-city Listening Tour. At each stop over the last two months, clients of all industries and sizes were invited to share what's on their minds, help shape our technology direction and offer ideas on how we can improve.

We heard about what's working and what frustrates them. Customers pointed out areas that definitely will be getting some extra attention from our team. Our clients, we heard, are pleased to see Element making significant investments in the business and are supportive of our journey, and to contribute to its success.

The Listening Tour wraps up this week. The input, ideas, insights and feedback we've received has been invaluable. Many of these ideas confirm that we're on the right path; others will go right into development for the next round of updates.

Element is making a significant investment in technology that will take the industry a leap ahead in simplicity, scalability and use of advanced analytics. We know this because we're listening, and engage in a truly amazing collaboration with our customers.

I'd welcome the chance to continue the conversation with you about the future of fleet management and how we can empower extraordinary results for our customers. Reach out to me anytime on Twitter at@KristiWebbEFN. I'll be listening.

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